Callminer Blog

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The latest industry trends and insights from our CallMiner thought leaders to help you get the most out of conversation analytics and improve your business.

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Tips & best practices: How to choose the best call center software

Choosing the right call center software is challenging. These expert tips and best practices will help choose the best software for your company’s needs.

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What is a Customer Experience Map? How to Create an Effective Customer Experience Map

Customer experience (CX) mapping is a valuable tool for monitoring and improving the customer experience. Here’s how to create a customer experience m...

For Better Customer Experience, Take a Closer Look at Context in Your Contact Center

Speech analytics lets you see the “why” and “how” behind 100% of customer conversations.

Research Lab

Our AI and research experts give you an inside look at our platform

Learn the latest from our team of researchers and data scientists as they break new ground in the area of conversation analytics

Call center agent feedback: Tips & best practices for providing effective agent feedback

These 25 expert tips and best practices will help you deliver more effective, targeted feedback for better results in your call center.

Ask the Expert: Your Topic Modeling and Machine Learning Questions Answered!

Our ongoing AI webinar series has been full of great audience questions on artificial intelligence, machine learning, and natural language processing.

Got Empathy? 3 Ways to Train Your Contact Centers Agents To Be More Empathetic

By analysing every interaction for empathy, it’s possible to identify how your call center agents turn a difficult call into a good customer outcome.

What is Customer Experience Analysis?

A customer experience analysis is an important tool for improving the customer experience. Discover the benefits of a customer experience analysis str...

Customer Experience Management Tips & Best Practices

Does your company’s CX management program stack up? These 25 expert tips will help you transform your customer experience and boost customer loyalty.

LISTEN 2019 Keynote Speakers Lineup Announced!

We are excited to announce the keynote lineup for our annual speech analytics user conference, LISTEN, November 4-6, 2019.

When automated QA meets digital transformation you fly a friendlier sky

In a recent case study, Praxidia uncovers new insights and finding improvement opportunities for a major airline with automated quality assurance.

3 Reasons Why Agent Empathy Makes for Happier Customers

Call centres give customers reasons to leave and to stay. Having agent empathy is key to creating happier customers who are coming to you with a probl...

Find Out Why Customers Engage Through the Science of Conversation

By implementing AI-powered speech analytics, organizations own the key that unlocks the science of conversation by filling a position that goes beyond...

Smart Implementation of Machine Learning and AI in Data Analysis: 50 Examples, Use Cases and Insights on Leveraging AI and ML in Data Analytics

More companies are leveraging machine learning (ML) and artificial intelligence (AI) in data analytics to increase efficiency and gain a competitive a...

The Agent Churn Cycle: Why It Happens and How to Prevent It

Discover the most common problems found across the industry and how AI-powered speech analytics solutions can help churn-proof your call center today.

4 Ways To Use Call Recordings for Better Contact Center Performance

Below are four ways that your call recordings can be used to help your agents, customers and company to better contact center performance.

Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights

By leveraging a Voice of the Customer analytics solution, you’ll combine insights from surveys, email, phone, and chat for a comprehensive picture of ...

3 Potential Pitfalls of DIY Speech Analytics

Let’s look at why it’s attractive on the surface to undertake DIY speech analytics and the pitfalls companies we work with have encountered when they ...

Your questions on call center agent engagement answered

Many contact centers are new to defining what employee engagement looks like, measuring, and figuring out how to tie employee performance to overall c...

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Get to know our featured authors.

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Jeff Gallino

CEO & Founder

As CEO and founder, Jeff is focused on CallMiner's strategic direction and operational execution. Jeff has more than 25 years of experience [...]

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Bruce McMahon

Chief Product Officer

As Chief Product Officer at CallMiner, Bruce is responsible for product management, strategy, and roadmap. He has more than 15 years of expe [...]

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Frank Sherlock

Vice President, International

Frank Sherlock is the VP for CallMiner International, responsible for expanding CallMiner customer footprint in the region. Based in the UK, [...]

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CallMiner

CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, allowing organizations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.

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